Retail Shift Lead

Intelligentsia Coffee Hollywood , CA 90028

Posted 1 week ago


We deliver the world's best coffee. Farmers, employees and customers are collaborators

in our effort to create a memorable and enriching coffee experience. We are not afraid to ask questions, to try new things, and to admit that we are constantly learning. We strive for innovation and improvement. We know that extraordinary coffee is not the result of chance, but the product of hard work, skill, curiosity, and an unyielding commitment to quality.

We work each day to change the way the world understands and experiences coffee, elevating a daily ritual into a culinary experience. We celebrate coffee's agricultural origins and the dedicated professionals who devote their lives to coffee. We embrace our responsibility to create positive change in the world. We use extraordinary coffee as our tool. We challenge traditional beliefs to create economic opportunity. We are stewards of the earth and advocates for our values of diversity, inclusion and equality.

Position Summary

The Retail Shift Lead assists the Retail Manager with all aspects of the coffeebar's daily operations. The Shift Lead supervises staff, and demonstrates outstanding hospitality skills through the execution of high quality beverages, customer engagement, excellent product knowledge and superior barista skills.

Duties and Responsibilities Leadership and Operations

  • Support, demonstrate, and ensure proper store procedures from all staff, to include cash handling, attendance, product standards, and all other operational best practices

  • Adhere to all company policies and protocols, both behind the bar and at the front of house, while maintaining a clean and organized work space so fellow team members can locate resources and products quickly

  • Ensure that the company's brand is properly reflected by keeping a well maintained, clean, well-organized and stocked coffeebar

  • Uphold the company's standards regarding merchandising, inventory and rotation of store products

  • Responsible for the opening and/or closing of the coffeebar and all associated protocols

  • Adhere to company Cash Handling policies to include: verifying the starting amount at drawers, maintaining verification receipts, coordinate smooth transitions with cashiers, issue refunds, voids, exchanges, complete Progressive Discipline Form for overages/shortages, access safe, petty cash and drawers as necessary

  • Maintain accurate records and paperwork including daily sales results, inventory and cash drawer reconciliation

  • Coordinate all communication with the Retail Manager

  • Coach/mentor staff as necessary; submit Progressive Discipline Reports, when warranted

  • Offer relevant, thoughtful ideas and suggestions for improving operations

  • Ensure adherence to the company's dress code, as well as all health and safety requirements

Drink Quality/Education

  • Prepare and serve coffee and tea beverages that adhere to the company's freshness and quality standards ensuring that they consistently reflect the company's recipe and presentation standards

  • Complete the required training modules contained in the Retail Training Manual; Shift Leads are highly encouraged to pursue the completion of all training modules

  • Maintain coffee knowledge on current offerings and confidently and accurately communicate product information to customers

  • Actively participate in coffee and tea tastings to further product knowledge and help identify any issues or deficiencies

  • Educate customers and staff on all coffee and teas carried

  • Assist in the training and development of new staff

  • Attend training sessions to constantly advance education on coffee, tea, merchandise, and espresso bar skills; work with the coffeebar's Educator to further your barista skills

  • Demonstrate an ongoing pursuit of education, training, and industry trends

Customer Engagement

  • Ensure customers are warmly received and welcomed; engage the customers in a sincere and friendly manner, including greeting customers with a smile, thanking them for their patronage, and preparing drinks in an expedient manner

  • Respond to questions, orders, and concerns with patience, confidence, and professionalism

  • Engage customers about their drink preferences and tailor suggestions accordingly

  • Facilitate easy dialogue with customers regarding other product offerings, including whole bean coffee, tea, complementary food offerings, merchandise, as well as any current promotions

  • Handle all customer complaints/issues

Coffeebar Initiatives

  • Participate in store-wide profit initiatives

  • Offer strategic input or suggestions as to how to increase store profitability

  • Demonstrate initiative with routine tasks

Job Requirements

Education and/or Experience:

High School Diploma or General Education Degree (GED),

AND experience in the specialty coffee, retail, hospitality and/or customer service industries


The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the above-mentioned duties successfully. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions below:

  • Ability to maintain a pleasant disposition and sense of urgency with helping customers

  • Demonstrate a passion for coffee and tea

  • Capability to interface and maintain effective relationships with co-workers and customers

  • Logical and methodological approach to problem solving

  • Flexible, with the ability to multi-task in a highly demanding, stressful environment

  • Maintain a calm demeanor during periods of high volume

  • Ability to lead successfully and communicate clearly, honestly and promptly

  • Ability to communicate effectively with others, including giving and receiving feedback on the quality of services

  • Ability to use available resources to answer questions

  • Maintain regular and consistent attendance and punctuality

  • Strong cash handling skills

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Retail Shift Lead

Intelligentsia Coffee